Customer Journey Orchestration


GETTING STARTED: CUSTOMER JOURNEY MAPPING MEETS PERSONALIZATION

Customer experience is more important than ever.  Many organizations map their customer’s journey for a greater understanding of the end-to-end experience.  But leaders bring these maps to life by automating the customer journey based on each customer’s real-time needs. The best of the best synchronize across devices and platforms to deliver a seamless experience.

We start by mapping your customer’s journey by segment. During the buying process we look for how they evaluate alternatives and identify decision criteria.  This feeds both content development as well as media plans.

 

SILOED DATA MISSES IMPORTANT SIGNALS: START WITH SINGLE CUSTOMER VIEW

When you customer engages with a touchpoint along their journey it sends valuable signals of their intent.  Problems arise when these signals stay within a data silo and your customer has a disjointed experience.  We help clients integrate data across platforms to deliver a seamless journey that is personalized based on real-time needs.

 

DESIGN SYNCHRONIZED ENGAGEMENT PLAN:  SHARED SIGNALS DRIVE RELEVANT ENGAGEMENT

Based on your customer’s journey we design and implement a synchronized engagement plan to deliver a relevant, seamless experience across channels and devices.

 

CUSTOMER EXPERIENCE ORCHESTRATION

Your engagement plan will have many moving parts.  We help your team implement in a scalable manner starting with data integration.  With the right data in place, we identify important signals and optimize follow-up to improve result over time.  Lastly we implement in unified way across channels.